The Hamilton Street Railway Company 1993 Annual Report

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John Patrick, HSR Maintenan
"My job is to make sure ia
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safely -
dime if necessary:

GABAN MUNICIPAL
NOY 1c ee

ROVERSMENT BOCUMENTS

The
Hamilton
Street
Railway
Company

ce Supervisor \

Streetwise

Ron Walker, HSR Transit Operator

"It's important that the buses run

Know-It-All

Jane Petrie, HSR Information

‘Trip planning, how to get
and what time does the next

from Ato B
bus run. I'm 4
know-it-all when it comes to the HSR.”

ae

We'll Take You There

on time. | do my best to keep on
schedule and get there safely.”

Ticket to Ride

Larry Griffiths, HSR Ticket Agent

people at

"Timing is where | fit in. | make su

Man of the Hour
John Civello, HSR Transit Inspector

keep to schedule, the buses run safely, and
| give support wherever and whenever | can."

j eon Catharine Street, children,

re our drivers

aie

We'll Take You There

1993
Annual Report

Organization Overview

Regional Chairman

R. J. (Reg) Whynott

Regional Council |

Transportation Services Committee

Robert E. Wade (Chairman)
Terry Anderson (Vice Chairman) Bob Charters
Terry Cooke Don Drury
Fred Eisenberger Bob Hodgson
Henry Merling Don Ross

Commissioner of
Transportation/ Environmental Services
Dale Turvey

Maintenance & Transportation

Administrative

Services

ti ;
Operations Services

Division

Engineering
Division Divisi
ivision

HSR Operations & Administration Vehicle Maintenance Accounting Services Planning & Operational Design
Safety Service & Adjusters Ltd. Plant Maintenance & Engineering Employee Health Centre Marketing & Customer Services
Purchasing, Stores & Security Human Resources Fare & Revenue Administration

Information Systems
Safety & Training

HSR Profile network also operates between Hamilton, Ancaster, Waterdown, Burlington, and
area GO Transit terminals.

The Hamilton Street Railway Company serves the Operating from two facilities - one in downtown Hamilton, the other on Hamilton

public transit needs of the Regional Municipality of Mountain - HSR employs close to 780 knowledgeable and dedicated professionals.
Hamilton-Wentworth.

With a fleet of 211 buses, HSR carries close to 22 million passengers per year on

As part of the Regional Transportation Department, 32 routes. In 1993, the fleet covered more than eight million miles.
HSR is directed by a nine-member Transportation
Services Committee. The Hamilton Street Railway Company has one wholly-owned subsidiary: Safety

Service and Adjusters Ltd.
Transit service is provided within the City of
Hamilton and the surrounding towns and cities of Operated by HSR, Safety Service & Adjusters Ltd. is a licensed insurance adjuster
Dundas, Ancaster, and Stoney Creek. A commuter | that also acts as the company's safety watchdog and risk analyst.

*On the cover... employee protiles appeared on-board HSR buses during our 1993 fall advertising campaign.

Fare Inspection Program

* An on-going supervisory fare inspection program was implemented in February.

* Supervisory staff conduct spot checks at busy boarding areas. Customers paying a
reduced fare are reminded to present an HSR photo identification card to the operator.
Customers without a photo ID are warned of the consequences and are advised how
and where to obtain the appropriate card.

* Customers were informed of HSR's fare structure and identification requirements
through newspaper advertisements and on-board take ones. Employee and customer
response to the program has been positive.

Bus Roadeo

* Robert Miller took first place in
the 1993 Annual Bus Roadeo
in May. Bryan Keresztes came
in second, and Mario Giannini
third. Bryan also won the most
improved driver award.

Operation PAL

* In November, at Hamilton Central
Police Headquarters, HSR was present-
ed with an Operation PAL recognition
award for outstanding contributions.
The award honoured operator Jim
Gardner and controller John W. Scott
for their swift and decisive actions in
helping to avert a potential abduction.

¢ HSR has been presented with this award
each year since joining the Operation PAL program in 1991. Operation PAL is a
region-wide program that brings public utilities and service organizations together in a
united crime prevention effort.

Passenger Safety & Security

* A transit system safety audit was initiated in March. All aspects of the system will be
studied, and input from employees and customers will be encouraged. A final report is
expected in early 1994.

In April, we began compiling a directory of public pay phones situated at the end of
bus routes. This handy guide will help customers to plan trips with the knowledge that

a connecting cab or car ride is only a phone call away.

Ann increased bus shelter opening demonstration program was completed in May. This

program began in late 1992 when thirty bus shelters were modified to provide

customers with a faster and easier exit if required. Response was closely monitored

throughout the demonstration period and customers reported a high level of comfort

and safety with our present bus shelter design.

* The popular Request Stop program continued. Request Stop offers customers an extra
measure of personal safety and security by allowing them to get off the bus between

regular stops.

Safety Service & Adjusters Ltd.
¢ HSR's wholly-owned and operated insurance adjuster handled 683 claims. Of this
number, 48 were for HSR and 635 were for other Regional departments.

HSR ... The Year in Review

° At year end, Regional Council assigned
responsibility for all insurance, risk manage-
ment, and claims management issues to
SS&A. Two members of the regional
finance department were transferred to
SS&A to assist with the increased workload.

Maintenance Review

* An extensive review of staff utilization,
organization and workload in the mainte-
nance section was completed in October.
Staffing levels, positions, and responsibilities
were recrganized in line with the overall goal
of improving efficiency in all areas of
operation.

The HSR Fleet

*¢ Thirteen new Orion V compressed natural
gas (CNG) buses were put into service in
January.

* Regional Council adopted the provincial
Ministry of Transportation policy that all
new bus purchases will be low-floor buses
designed to accommodate wheelchairs as
well as elderly and physically-challenged
customers.

¢ In January, work began on the complete
overhaul and refurbishment of fifteen 1985
buses. This project is expected to take

approximately 24 months.

* Regional Council has also directed that all
future buses will be fuelled by CNG for
reasons of greater economy and reduced
vehicle emissions. Twenty-five buses are on

order for 1994/95.

State-of-the-Art Equipment

¢ An MAHA vehicle safety test lane system
(brake dynamometer) was installed in the
Wentworth Street Transportation Centre

(WSTC) in March. The system measures

HSR ... The Year in Review

wheel alignment and brake performance, and
is equipped with a front steering play
detector. Employees Bill Willms and Dave
Porter participated in an intensive two-week
training session on the system before passing
on their knowledge to the rest of the

maintenance crew.

Employee Training & Activity

¢ New provincial environmental controls for
the handling of refrigerant materials were met
with the training and certification of 38
mechanics.

¢ Nine mechanics competed in the annual
Maintenance Roadeo in May. Don Gale
took first place honours. Bill Brock came in

second and Bill Lupkoski third.

Employee Health Centre

¢ Approximately 800 employee visits were
made to the EHC during 1993.

¢ A new wellness program "Living's what | do
Full-Time" featured regular information
seminars on topics ranging from the effects of
shift work to street safety tips. The seminars
were very well attended by employees and
family members.

© More than 200 employees participated in
the annual flu vaccine program in September.
This successful program is being used as a
test-case by a masters student from Hamil-
ton's McMaster University. The case will
study the effectiveness of promotional
campaigns in increasing participation in work-
site vaccine programs.

Information Systems
® Customer calls to Bus Check, HSR's

automated telephone information service,

continued to increase. During the first few months of the year, average weekday calls
were close to 9,900 - up 12% over 1992, and an impressive 39% over 1991. A
new daily record of 12,048 calls was set in mid-February.

A computerized information
retrieval system was designed

and implemented in January for
HSR's telephone information staff.
Telephone operators can now call
up routes, schedules, fare,

and bus stop information at the
touch of a button. The system
also provides important bulletins
on detours and service delays.

A schedule adherence database
was developed for planning,

operations, and operational design staff. This promotes greater flexibility and teamwork
during the schedule planning and implementation process.

Service Quality Task Force

¢ HSR's Service Quality Team (SQT) presented its final report and recommendations to
senior management in June 1993.

SQT was established in late1992 to evaluate all aspects of the transit system, to
facilitate short term improvements, and to provide the basis for a program of

continuous quality improvement. Internal and external interviews, focus groups, and
surveys helped SQT to assess
HSR's current service levels
and to gather ideas and
suggestions for improving

the transit system.

In December, an on-going
service improvement program
got underway on HSR's three
major cross-town routes: King,
Barton, and Beeline. The Y Not doing

Oing Wro
at al 9

focus is on fine-tuning and
improving on-street perform-
ance in the areas of schedule

adherence, transfer connect-
ions, bus cleanliness, and complaint handling.

¢ A new employee suggestion program was implemented in December. The on-street
service improvement program (OSSIP) encourages employees to identify on-street
service related problems and to recommend possible solutions.

Ticket & Pass Vendors Streamlined

¢ HSR's ticket and pass vendor outlets were reduced to approximately 200 in early
1993. This streamlining resulted in a more even distribution of vendors throughout the
region. Vendor locations were promoted through newspaper advertisements, take-ones,
and on the HSR route map.

Fare & Revenue Activity
* Close to 10,300 annual senior passes were processed in 1993. Seniors appreciate

the convenience and cost-savings offered by this self-contained photo ID pass.
* On-going promotion and continued discounts on single-ride tickets and monthly passes
has greatly reduced the use of cash fares.

New Routes

* HSR took over two new services upon the sale of Canada Coach Lines: Route 16
Ancaster and Route 18 Waterdown. Both routes provide peak period service to the
Burlington and/or Aldershot GO stations and offer fare integration between HSR, GO
Transit, and Burlington Transit.

General Service Improvements

* Service was extended on Route 52A Dundas Local to the Governor's Road area with
scheduled transfer connection to the cross-town Route 5 Delaware.

° Service was extended south to Rymal Road on both directions of Route 25 Upper
Wentworth/Wellington.

¢ Numerous refinements were implemented on Route 45 Limeridge, Route 51 University,
Route 10 Beeline, Route 53 Burlington, and Route 11 Parkdale.

¢ The South Mountain Transit Review was completed in March. The review was
approved by the regional Transportation Services Committee as a guideline for ongoing
service changes in this rapidly developing area.

Stops and Shelters

¢ Activity during the year included
the installation of 20 shelters,
30 shelter benches, 25 landing
pads, 65 new bus stops, and
the relocation of 16 stops.

¢ The development of an anti-
vandalism policy early in 1993
resulted-in a 25% decrease in
shelter-related vandalism, and a
decrease of 12% in general
vandalism incidents. The program includes a public awareness component, experimenta-
tion with vandal-resistant materials, increased coordination with regional police depart-
ments, and a reward program for callers who provide information leading to the convic-

tion of vandals.

Customer Services

¢ Customer service representatives processed 1863 customer contacts. Compliments
were up to 166 from 155 the previous year, and complaints were down from 1420
to 1401. Requests and follow-ups made up the balance of contacts.

HSR ... The Year in Review

¢ An extensive multi-media advertising
campaign was launched in October. The
message "We'll Take You There" was
promoted on a series of witty and creative
advertisements on billboards, mall posters,
transit shelters, bus exterior panels, and in
newspapers.

A series of bus interior advertisements
featured several employees and promoted
the professionalism and expertise of our
people.
* A CNG-powered "Nature Bus" was also
put into regular service. Painted from top to
bottom with a full-colour forest scene, this
visual reinforcement of the environment-
friendly nature of public transit is a real
favourite with our customers.

It’s Everything it’s Quacked up to Be

Cootes ere by HSR. We’ YA Take You There

The Mountain by HSR. We'll Take You There.

Council Directs Sale of

Canada Coach Lines

® On January 14, Regional Council directed
the Commissioner of Transportation to invite
proposals for the purchase of CCL.

Recent financial performance indicated that
the targets of CCL's 10-year plan were not
achievable in the current economy. Selling
the company was determined to be the best
way of reducing the Regional tax levy.

On July 29, CCL was sold in its entirety

to Trentway-Wagar, a private sector opera-

tion from Peterborousn, Ontario.
© Trentway-Wagar has maintained CCL's inter-
city routes which link Hamilton to Buffalo,
St. Catharines, Kitchener and Guelph.
HSR now operates CCL's GO Connecter
commuter routes between Hamilton,
Waterdown, Ancaster, and Burlington.

HSR ... Financial Overview

THREE-YEAR PROFILE

A snapshot of HSR operations at year end December 31, 1993.

1993 1992
Service Area Population ('OOO) 452 400
Revenue Passengers ('000) 91,526 29,867
Miles Operated (‘O00) 8,736 8,834
Revenue Passengers Per Capita 47.6 Bee
Revenue Passengers Per Mile DES ORO
Revenue (‘O00)
Transportation $24,871 $23,616
Subsidy/Grants/Levies $31,432 $29,910
Expenses (‘000) $56,303 $53,526
Per Passenger:
Transportation Revenue SANS 5 $1.050
Subsidy/Grants/Levies $1.460 $1.308
Expenses $2.616 $2.358
Per Mile:
Transportation Revenue $2.847 B52 ALY
Subsidy/Grants/Levies $3.598 $3.386
Expenses $6.445 $6.103
Revenue/Cost Ratio % 44.9 44.5
Number of Employees 774 781
Rolling Stock (Active Heet)
Diesel Coaches 158 156
Trolleys (@) 15
Articulated Coaches (18) 15
Natural Gas Coaches 38 O15
Total Od 2a
Adult Basic Cash Fare $1.60 $1.50

1993 REVENUE SOURCES

Ministry of Transportation
20%

* Active and inactive Heet

1991

400
24,156
9,140
60.4
2.6

$23,160
$28,854

$52,014

794

189
56
1
Ve

ype

$1.25

ity of Hamilton levy & other municipalities
40%

ger & other system revenues

40%

BALANCE SHEET
For the year ended December 31, 1993

ASSETS

Current Assets

Cash Se SOMOS
Employee Working Funds 18,600
Accounts Receivable 3,930,102
Inventory lS: 4708
Prepaid Expenses 524,940
Total Current Assets 5,679,458
TOTAL ASSETS $5,679,458
LIABILITIES & CAPITAL

Current Liabilities

Accounts Payable $ 956,315
Unredeemed Ticket & Pass Reserve 473,548
Accrued Liabilities 4,258,498
Total Current Liabilities 5,688,361
Capital

Unfunded Capital Outlay 30273517)
Working Fund Reserve 370,823
Insurance Reserve 786,374
Deferred Pension Reserve 136,257
Total Capital (8,903)

TOTAL LIABILITIES & CAPITAL $5,679,458

Notes to Financial Statements

1. Significant Accounting Policies

a) Inventory: Inventory is valued at average cost and replacement
cost. 6) Recognition of Revenue: Ticket and pass revenues are
recognized when the tickets and passes are honoured on the
vehicles. This treatment gives rise to an estimated liability for tickets
and Passes which have been sold but which have not been
redeemed or used at the end of the fiscal year. ¢) Consolidation:
The Hamilton Street Railway Company and its subsidiary
companies are not consolidated herein, but are consolidated in the
financial statements of the Regional Municipality of Hamilton-
Wentworth.

2. Transit Employees Pension Plan

Approximately 750 HSR employees are members of this plan and
will be future beneficiaries under the terms and conditions of this
pension plan. As at December 31, 1993 the plan is estimated to
be fully funded.

3. Economic Dependence

The company operates as a department of the Regional Municipal-
ity of Hamilton-Wentworth, which owns the corporation, and is
accounted for by the Region in their audited financial statements.

HSR eee
REVENUES & EXPENSES: For the year ended December 31, 1993
| 1993 1992 ifsi2J5)
REVENUE (‘000) $ % $ % EXPENSES (‘000) $ %
Farebox: Cash 8,251 14.7 9,673 18.1 Corporate Services 3,326 5.9
no
, . ' Operations 97,915 49.6
Transportation Services 3,561 6.3
21,336 37.9 Nel yaitshy: 40.3 Capital 9,556 45
Advertising 870 15 944 1.8 TOTAL EXPENSES $56,303 100%
Other Revenue 2,097 B37 1,474 9.7
Revenues
Operating Subsidies/Grants: Advertsing & Other $2,967 Sm
City of Hamilton 18,958 Syoy/ 18,059 Bisw)
Provincial 10,126 18.0 9,800 18.3 City of Hamilton $18,958 —e
Other 9,348 4.9 2(0)5)1 3.8
31,432 55.9 29,910 559 Expenses
Transfer from Reserves 568 1.0 (384) (0.7) Trarapertation Services $3,561
TOTAL REVENUE $56,303 100% $53,526 100%
Operations $27,915
ROUTE ACTIVITY REPORT
Route Number & Name Total Ridership Total Revenue Total Hours of Service Revenue per Hour
1 King 3,149,209 $3,080,484 58,059 $ 53.06
2 Barton 37052,035 3,094,340 75,661 40.90
3 Cannon AX els 562,079 91,811 Sy TT
4 Bayfront 826,681 790,684 42,610 18.56
5 Delaware 3,279,102 3,303,363 iD esi 29.69
6 Aberdeen/Locke 386,369 377,081 23,274 16.20
8 York 158,268 148,728 9,477 15.69
9 Rock Garden 2,887 ATOM 238 ikaleehys
10 Beeline 554,779 525,449 16,498 31.85
11 Parkdale 370,007 353,989 19,344 18.30
16 Ancaster 12,593 4D 2 1,894 7.79
18 Waterdown 2,799 2,930 523 5.60
21 Upper Kenilworth 494,849 494,311 20,097 294.60
29 Upper Ottawa 627,612 638,418 94,944 95.59
93 Upper Gage 892,069 892,429 26,041 34.27
24 Upper Sherman 590,015 580,464 20,969 27.68
95 U. Wentworth/Wellington 1,308,105 1,308,700 39,648 33.01
27 Upper James 1,048,814 1,041,037 36,438 rash Si)
31 Fennell 927,294 871,105 42,676 90.41
32 Garth 133,798 T3929. 5,382 94°51
33 Sanatorium 367,686 364,882 18,057 20.21
34 Upper Paradise 433,587 432,901 16,761 25.83
35 College 969,100 249,703 OFS ail 26.70
41 Mohawk 462,615 457,470 Oa Wa \e| 9126
45 Limeridge 171,426 180,793 11,899 15.19
51 University 363,204 372,254 9,106 40.88
52 Dundas Local PMA TST: ae Peo bas} 1,616 14.56
53 Burlington 186,510 189,766 17,642 10.76
55 Stoney Creek Central 398,911 399,819 18,332 91.81
56 Confederation Park 6,667 10,970 982 ihsitenia/
58 Stoney Creek Local 81,359 83,861 5,629 14.90
81 Extras 369,165 334,080 15,560 21.47

Financial Overview

1992

$ %
2,945 3.0
17,724 33.1
Deo 210M,
3,454 OD
ales 4.0
$53,526 100%

Ct, $21,336

Transher from Reserves $568

Provincial Operating Subsidy $10,126

ther Subsidtes & Grants $2,348

Total Mileage

603,666
770,797
217,549
546,675
1,270,198
209,980
62,586
2,600
2392
242,882
40,885
9,072
264,495
S23 hie
SIS ycbY|
249,224
476,014
435,235
595,368
62,099
Bates
203,036
OR 247
264,050
144,181
89,446
23,618
269,349
217,169
12,429
61,668
157,398

ni ALT

, oa0e2 win

The Hamilton Street Railway Co.
330 Wentworth Street North
Hamilton, Ontario L8L 5W2
Telephone (905) 528-4200

Fax: (905) 528-5410

Owned and operated by the
Regional Municipality of Hamilton-Wentworth

Printed on recycled paper